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Confirm the Customer is Cleared for Takeoff - 11/18/25


An airplane pilot is told when they’re “cleared for takeoff” before they begin to accelerate down the runway.  The air traffic controller (ATC) has looked at everything in front of the pilot, on the runway and in the air space, and checked to ensure the pilot is good to Read more

Build Relationships with First-timers - 11/11/25


We’ve worked with one of our sports clients for over 10 years, and although the main focus of our work is research with their fan base, we also provide informal consulting advice and guidance whenever possible.  One approach we’ve talked about on and off for years is the need Read more

Last Impression Faux Pas - 11/4/25


Rightfully so, many customer service experts harp on the importance of the first impression.  It happens quickly, and it can impact the individual’s perception of you and the organization.  We even wrote a Tip of the Week on this years ago called First Impression Faux Pas. What many people tend Read more

Familying with Customers - 10/28/25


In our transactional society, it’s hard to think about customers in the long-term.  But if we want to be as successful as we can as an individual or as a business, we need to view customers through a relationship lens. What do we need to know about them to Read more

Avoid These Techniques - 10/21/25


We had a Customer Service Tip of the Week recently that addressed gaining control of the conversation.  One of the key points was that the focus should be on gaining control of conversations in various circumstances, but trying to avoid making it your goal to gain control of the Read more

View Quality through the Customer’s Eyes - 10/14/25


Geri had been dealing with backups in the downstairs plumbing system of her house on and off for the past year.  The most recent company that she called in to unclog the pipes stated that they could send a camera down the pipes and tell her exactly where the Read more

Be Supportive, Not Defensive - 10/7/25


[An employee on the phone with a customer…] Who told you that you didn’t have to submit that form? … Bob?  Oh brother!  You see Bob is our “special” co-worker.  He seems to always tell customers the wrong thing to do, and we’re having to clean up after him.  Read more

Some Customers LOVE Predictability - 9/30/25


I was facilitating focus groups of businesses that utilize local government services.  The phrase that popped up multiple times was “Time Is Money!”  What these municipal customers were conveying was that their time was valuable, and delays were wasting their time.  But the conversations were not just about how Read more

Find Your Special Sauce - 9/23/25


When I watch a football game and I see a great quarterback (somebody who may be considered a “Star”), he might be an excellent runner, have a big arm, be able to diagnose the defense and get his team into the right play.  But he’s likely not great at Read more

Gain Control of the Conversation - 9/16/25


The customer’s angry or upset or they have a complaint.  They’re very chatty or very wordy or they just want to talk to somebody.  You’re on a time crunch, and the customer obviously is not. There are times when you need to gain control of the conversation.  It’s important for Read more

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Breaking Down the Infamous 1-on-1 Retention Call – 8/26/14 TOW

Posted on August 26, 2014 in Customer Service Tip of the Week Please leave a comment


I referenced the infamous recorded Comcast Retention call in a Tip of the Week on July 22. It’s been such a lightning rod for discussion that we just recorded a podcast addressing some of the key language that the Comcast representative used during the call. Now, we’ve gained access to what’s reported as being the company’s 13-Step Retention Call Approach. Let’s analyze this from the customer’s perspective.

  1. Greet customer clearly – This is good; customers want to know the employee’s name and department to make sure they called the right place.
  2. Clarify reason for call – We always say “Clarify and Confirm” – ask clarifying questions, then confirm your understanding. Customers want the employee showing that they know the reason for calling (and, in this case, canceling their service).
  3. Relate and empathize – Love this – especially the Empathy portion. Customers want to be understood.
  4. Take control – Not sure why this is here; “control” has a power/aggressive connotation. It’s not good to encourage representatives to get aggressive with a typically-upset customer. Customers don’t want to be controlled.
  5. Set the agenda – Again, this conveys aggression, taking over, not focused on listening.
  6. Ask targeted questions – This may be fine, depending on the definition of “Targeted.” We use that word to illustrate questions unique to the customer and their situation. However, the employee asked “targeted” questions such as “Why would you not want the fastest internet?” This is pushy and derogatory at the same time.
  7. Consider unstated needs / active listening – Active Listening is great! However, “unstated needs” is sales terminology. If someone wants to cancel, you’re in Service Recovery territory, not hardcore sales territory.
  8. Take ownership / make offer – These should work well.
  9. Overcome objections – This is fine as long as the customer’s still willing to dialogue about the issue; if they want to avoid the debate, quickly cancel and go to step 12.
  10. Close the save – Change this to “Close the save…or close the account.” In the end, do what the customer wants you to do.
  11. Confirm details – Always confirm next steps before closing.
  12. End on a positive note – Good step.
  13. Documentation – Good step.

Many of the steps are positive, but where they go wrong is that they focus too much on controlling the customer in a hardcore sales manner instead of communicating with a customer in a Service Recovery mindset.

When a customer wants to cancel or end the relationship, feel free to professionally ask for reasons, but remember that you’re delivering customer service, not driving the hard sell. You may retain just as many, and you’ll definitely avoid the horrific word-of-mouth that this call created.

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The Healthcare Customer Service Runaround – 8/19/14 TOW

Posted on August 19, 2014 in Customer Service Tip of the Week Please leave a comment


The following is a true story of a customer service runaround…

  1. Nate’s physician suggested that he have a diagnostic procedure.
  2. The hospital called Nate to schedule the procedure; they suggested he get the CPT code (procedure number) since Nate wanted to get an estimate of the procedure charges.
  3. He called his physician office and got the CPT code.
  4. At the direction of the physician office, he called another office (in another town) for an estimate. He okayed the procedure based on the estimate being somewhat reasonable.
  5. Nate had the procedure and received results – all were good!
  6. He received the bill – 60% above the estimate.
  7. He called Billing and talked with Kristin. She said that they billed correctly, but Nate was only given 1 of the 2 CPT codes and was told the wrong estimated price; Kristin told him to talk to the insurance company and have them possibly appeal to the office (which was part of the same company as Billing, which was also the same company as the scheduler, which was also the same company as the estimator).
  8. Insurance said that they may be able to do something if the physician office said that the procedure wasn’t warranted.
  9. The insurance company called the physician office for Nate and left a message at the physician office.
  10. The office called Nate and said the procedure in question was ordered correctly, but they were adamant that they don’t give out CPTs – so they couldn’t help with his issue; they suggested that Nate call Scheduling – maybe they give out CPT codes.
  11. Nate called Scheduling; they said that they don’t give out CPTs; they suggested he call the Estimate department.
  12. Nate called the Estimate department; they said they don’t give out CPTs, but the supervisor would call him the next day because she may have access to information that the front line employee couldn’t access.
  13. Nate called a week later after having received no call back, and he left a message.
  14. The Estimate department called back and said to call Billing.
  15. Nate called Billing, and the lady he spoke with sounded familiar – she was Kristin. She said the physician office wasn’t telling the truth when they said they don’t give out CPTs.

One procedure and fifteen communications. There was no resolution, no ownership, and no accountability. Most of the conversations were with one company and four different departments/offices, but they operated as if they were four separate companies.

In most of the conversations, the individual employees were personable and somewhat helpful – they probably received good evaluations for their actions during the call. But from Nate’s perspective, this was a royal mess.

Don’t assume that one pleasant conversation equates to one happy customer. Ensure the company isn’t giving the customer service runaround.

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Flash like in Football – 8/12/14 TOW

Posted on August 12, 2014 in Customer Service Tip of the Week Please leave a comment


There are certain phrases that come up time-to-time in the world of customer service that become ubiquitous like “Customer Delight” or “WOW Experience” or “Moment of Truth.”

One phrase that’s being used a lot in the world of professional football (the American kind not the World Cup “futbol” kind) is “Flash.” Coaches noted that a player Flashed in practice. In pre-season games, they want to see some rookies “Flash.”

Flash means – essentially – catch your eye. They do something so special, so spectacular, so unexpectedly good that you can’t help but notice.

To Flash means that you have gone above and beyond what’s normally expected. You might make a catch, but it’s done with one hand at the sideline. You make a tackle, but the runner doesn’t just go down; you tackle the runner, and he gets knocked backward. You don’t just sack the quarterback, but you quickly get by two defenders and make the quarterback fumble.

This kind of Flash is exceptional. So how can you Flash in customer service? How can you go above and beyond what’s normally expected? Even when the football players Flash, they are still just making a tackle or a catch, just like you are just talking to a customer or responding to a request or addressing a complaint or providing information.

So how can you talk, respond, address, or provide in a way “so special, so spectacular, so unexpectedly good that others can’t help but notice?” Here are some tips:

  • Think “Speed” – Don’t put items on the “To Do” list; just do them.
  • Think “Proactive” – When you learn something, don’t stop there; ask yourself “Who would also benefit from knowing this information?” Then share it with them.
  • Think “Energy” – Don’t just answer a question, but convey through your voice and body language that you’re enthused about helping others.

To show you’re great at customer service, Flash.

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